Ibikunle muibat abiodun

I’m a Customer Success and Operations professional with 6+ years of experience across SaaS, fintech, and startup environments. I focus on customer lifecycle management, team development, and process optimization to translate customer insights into scalable outcomes.

In my current role as Customer Experience Specialist, I built and implemented Customer Success infrastructure—playbooks, escalation frameworks, CRM workflows, knowledge bases, and chatbot processes. I onboarded and supported 2,000+ B2B and B2C customers, ensuring strong product adoption and engagement.

I’m known for creating high-performing support structures that improve retention and strengthen customer relationships. I established Voice of Customer programs and feedback loops to inform retention and customer experience strategies, contributing to an 80% NPS and 90% CSAT in the first quarter.

Previously, I improved support workflows by optimizing ticketing systems and analyzing recurring customer complaints to identify root causes. I also contributed to a 31% increase in customer retention and helped implement issue-tracking improvements that reduced resolution times and complaint volume.